[Hiring] Strategic Customer Success Manager @Ridgeline

Role Description

Are you an experienced customer success professional who thrives on building trusted relationships with sophisticated investment management clients? Do you enjoy partnering with enterprise stakeholders to drive product adoption, measurable outcomes, and long-term value? Are you excited to operate at the intersection of financial services, SaaS, and AI-powered technology while shaping strategic customer journeys? If so, we invite you to be a part of our innovative team.

As a Strategic Customer Success Manager, you will own and grow relationships across a portfolio of mid-enterprise and large investment and wealth management firms. You will guide customers from onboarding through long-term maturity, accelerating time-to-value, driving adoption, and identifying opportunities for expansion. This role sits at the center of customer outcomes, partnering closely with Sales, Product, and Support to ensure alignment between client goals and platform capabilities. You will leverage cutting-edge technologies—including AI tools like ChatGPT, Glean, and Claude Code—along with platforms such as Salesforce and Pendo to surface insights, streamline workflows, and deliver proactive, high-impact customer engagement at scale.

At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture. If this excites you, we’d love to meet you!

You must be work authorized in the United States without the need for employer sponsorship.

The impact you will have:

• Build trusted relationships with investment and wealth management clients to drive adoption, satisfaction, and long-term partnership.
• Guide customers through onboarding and implementation readiness to accelerate time-to-value.
• Develop and execute strategic account plans aligned to client business objectives and measurable outcomes.
• Drive product adoption through training, enablement sessions, and ongoing strategic guidance.
• Identify and advance expansion opportunities through increased platform utilization and cross-functional alignment.
• Manage renewals and retention strategies while maintaining strong customer sentiment and engagement.
• Partner with Sales, Product, Support, and Customer Experience teams to resolve issues and remove adoption barriers.
• Advocate for customer needs by translating feedback into actionable insights for internal teams.
• Enable customer advocacy through references, case studies, and community engagement.
• Build executive and end-user relationships to deepen strategic alignment and long-term value.
• Leverage data and AI-enabled tools to monitor health, analyze trends, and proactively mitigate risk.
• Collaborate with teammates to share knowledge and continuously improve processes and workflows.
• Take ownership of customer outcomes while demonstrating resilience and a growth mindset.
• Exemplify Ridgeline’s core values and maintain a strong security-first mindset.

Qualifications

• 8+ years of experience in Customer Success, SaaS account management, consulting, or similar client-facing roles.
• Strong understanding of financial markets and the institutional or HNW investment lifecycle across front, middle, or back office workflows.
• Familiarity with investment products including equities, fixed income, derivatives, funds, private assets, and FX.
• Proven ability to manage enterprise customer relationships and drive product adoption in a B2B SaaS environment.
• Excellent communication skills with the ability to engage both executive stakeholders and end users.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-growth environment.
• Analytical mindset with the ability to translate data into actionable customer strategies.
• Comfort leveraging modern tools and AI-driven workflows to enhance productivity and outcomes.
• Strong organizational skills and attention to detail across multiple accounts and initiatives.
• Ability to collaborate cross-functionally with go-to-market, product, and customer teams.
• Willingness to learn and apply emerging technologies within a business domain.
• An aptitude for problem solving.
• Ability to communicate effectively.
• Serious interest in having fun at work.

Requirements

• Experience working with investment management software platforms.
• Familiarity with tools such as Salesforce, Pendo, Slack, Jira, Confluence, and Excel.
• Basic understanding of APIs, AWS, or public cloud infrastructure.
• Progress toward or completion of certifications such as CFA or CAIA.
• Experience contributing to customer advocacy programs, events, or community initiatives.

Benefits

• The cash compensation amount for this role is targeted at $187,000 - $234,000 OTE.
• Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above.
• Opportunities for advancement in your career and the ability to make a true impact on the product.
• Participation in our Company Stock Plan subject to the applicable Stock Option Agreement.
• Unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans.